Customer Service Liaison

2 weeks ago


Houston, Texas, United States Briggs Equipment Full time
{"h1": "Customer Service Advisor Role at Briggs Equipment", "p": "At Briggs Equipment, we're committed to delivering exceptional service to our customers. As a Customer Service Advisor, you'll play a critical role in ensuring our service team members are equipped to meet the needs of our customers. Your primary responsibility will be to provide day-to-day oversight, direction, and support to the Service Department within your assigned location.

Key Responsibilities:

* Dispatch and assign technicians to service calls based on their technical certification levels and skillsets.
* Monitor the progress and productivity of technicians using our business system tools.
* Verify unit information and repair descriptions submitted by customers to ensure efficient ordering of parts.
* Communicate with customers to identify additional product support opportunities and secure approval to proceed with quotations and completions.
* Request purchase orders from customers for service repair payments and issue purchase orders to vendors for supplies and sublet labor expenses.
* Ensure the execution of Operational Maintenance, Guaranteed Maintenance, and Long-Term Maintenance Agreement services, including internal and external customer billing and reporting.
* Verify van maintenance schedules and tracking to ensure the service van fleet is fully operational.
* Review inactive service repair orders to avoid delays in repairs or invoicing.
* Ensure repairs, time posting, and work orders are accurately completed to meet department key performance indicator (KPI) metrics.
* Partner with Service Department leadership to coach underperforming technicians and achieve performance improvement.
* Support sales team members with quote preparation and tracking of service-related work.
* Partner with cross-functional partners to ensure the Service Department is aligned with the organization in all processes and direction.

Requirements:

* Excellent customer service and multi-tasking skills.
* Strong communication skills to work between technicians and customers.
* High attention to detail for precise data entry.
* Ability to work with a high sense of urgency in a dynamic, fast-paced environment.
* Thorough knowledge of all systems, procedures, techniques, equipment, operations, standards, and reports that apply to service operations.
* Ability to work with minimal supervision and with company systems.
* Proficient in all MS Office products, including Word, Excel, and PowerPoint.

Education and Experience:

* High school diploma required.
* Technical school and/or college degree preferred.
* 5+ years of customer service, operations, or similar work experience preferred.
* Prior experience in processing service orders, invoices, purchase orders, budget expense tracking, and payroll preparation preferred.

Physical Requirements:

* Prolonged sitting.
* Ability to lift up to 40 pounds.
* Working conditions are normal for an office environment.

If you're a motivated and detail-oriented individual with excellent communication skills, we encourage you to apply for this exciting opportunity to join our team at Briggs Equipment."

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